Within Setting/tickets/RULES, you can set auto-reply based on certain rules.
There should be a way to enter HTML so the e-mails can be A. Branded B. Have LINKs embedded into text.
For e.g. to avoid ugly links like : Click here to track a package http://www.xyz.com/track-a-package/
and replace ugly links with as a link in itself.

Sometimes people send multiple tickets saying the same thing

Notes:
* Probably only works if the creators of each ticket are watchers/CC's in the other ticket
* Messages are combined and sorted chronologically
* Tags are combined
** Namespaced tags are kept for the "winning" ticket
* The creator of the "winning" ticket is used, other CC's/watchers are combined
* Assignee, priority, status, etc., are kept for the "winning" ticket.